Dialpad + Zendesk
    • 28 Jun 2024
    • 3 Minutes to read
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    Dialpad + Zendesk

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    Article summary

    Build stronger customer connections by integrating Zendesk with Dialpad! With our Zendesk integration, your agents can:

    • Receive and place Dialpad calls from Zendesk.

    • Receive and send Dialpad messages from Zendesk.

    • Automatically log calls as new tickets in Zendesk.

    • Connect customers in Dialpad to existing Zendesk records.

    • Create new support tickets directly in Dialpad.

    • View and access unresolved + resolved tickets.

    Lets dive into the details. 

    Who can use this feature

    Dialpad's Zendesk integration is available to Ai Sales and Ai Contact Center customers, as well as Dialpad Ai Voice users on Pro and Enterprise plans.
    Agents must be on Zendesk Talk Partner Edition with access to the tickets and user management. 

    Install Dialpad in Zendesk 

    To use the Dialpad + Zendesk integration, first, you’ll need to install the Dialpad app from the Zendesk app store.

    1.  Search for Dialpad

    2. Select Install

    3. Choose the account

    4. Select Install

    Once installed, return to the Dialpad Admin Portal to enable the integration.

    Enable Zendesk

    Zendesk must be enabled at the Company level before it can be enabled and customized for an Office.

    Head to your Admin Settings from Dialpad.com and navigate to My Company.

    1. Select Integrations

    2. Navigate to Zendesk

    3. Select Options

    4. Select Manage Settings

    5. Select Enable this feature

    6. Select the desired preferences

    7. Select Save

    Note

    You can select Lock settings for all offices to ensure that each office follows your Company's preferred configurations.

    Enable Zendesk - Office

    To enable Zendesk integration for your office, head to your Admin Settings from Dialpad.com

    1. Navigate to Office Settings

    2. Select Integrations

    3. Select Options

    4. Select Manage Settings 

    5. Select Customize for this Office

    6. Select Enable this feature

    7. Select the desired preferences

    8. Select Save

    Note

    You can select Use Company Presets to apply the settings configured by your Company Admin.

    Manage exceptions

    Customize access and manage exceptions for the entire Company or across all Offices.

    Tip

    Selecting Active Exception applies the specific settings you made to the chosen target group.

    Selecting Inactive Exception ignores any specific settings you made for the target group and applies the default Company settings.

    Add exception - Company

    To add an exception at the Company level, head to your Admin Settings and navigate to My Company.

    1. Select Integrations

    2. Navigate to Zendesk

    3. Select Options

    4. Select Manage Exceptions

    5. Select Add Exception

    6. Navigate to Assign Groups

    7. Select a group from the drop-down

    8. Select a single or multiple target within the group

    9. Select the desired preference

    10. Select Save

    Note

    You can Edit an exception to adjust settings for the target group, or Remove an exception to delete custom settings and revert to default settings from the Company, Office, or Group.

    Add exception - Office

    To add an exception at the Office level, head to Admin Settings from Dialpad.com

    1. Navigate to Office Settings

    2. Select Integrations

    3. Navigate to Zendesk

    4. Select Options

    5. Select Manage Exceptions

    6. Select Add Exception

    7. Navigate to Assign Groups

    8. Select a group from the drop-down

    9. Select a single or multiple target within the group

    10. Select the desired preference

    11. Select Save

    Note

    You can Edit an exception to adjust settings for the target group as needed, or Remove an exception to delete custom settings for the group and revert to default settings from the Company, Office, or Group.

    Enable call logging

    Call logging must be enabled to create tickets automatically during inbound calls. Call logging can be enabled at the company, office, and shared line level.

    To enable call logging preference, head to your Admin Settings from Dialpad.com 

    1. Navigate to My Company, Office Settings, or Shared lines

    2. Select Integrations

    3. Navigate to Zendesk

    4. Select Options

    5. Select Manage Settings 

    6. Navigate to Call logging

    7. Select desired preference

    8. Select Save

    The following activities can be logged in Zendesk:

    • Log calls as tickets

    • Post-call recordings to Zendesk

    • Log auto external transferred calls

    • Log calls that are sent to voicemail

    Tip

    Call logging in Zendesk is for external communication only. If you receive a call from another Dialpad user in your company, that call will not log in to Zendesk.

    Once call logging is enabled, all voicemails and recorded calls will automatically be tied to the ticket created so agents have a central place for all customer information.

    Access restriction

    In addition to call logging, admins can also determine who can access which settings for certain lines.

    Dialpad offers 2 sets of access controls:

    • Lock settings for all users, departments, and contact centers: When enabled, Office Admins cannot make changes to user, Department or Contact Center access and settings.

    • Apply only to shared lines: When enabled, only mainline, Department, and Contact Center calls are logged.

      • When this setting is disabled, all calls will be logged.


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